Discover Adds Customer Service Messaging to Mobile App
Discover added a new messaging feature to their mobile app. Customers now have the option to chat with customer service representatives directly through the app at any time.
The messaging platform allows customer service agents to see previous chat history, so a customer does not have to repeat the story multiple times. Chats can be completed over the course of several hours, rather than in one setting, making them more convenient for customers on a busy schedule. Users do not have to stay logged into the app to keep the chat going. The representative can see the message and respond to it, even if the customer is no longer logged on.
Discover will roll out the messaging system in stages. It should be fully functional by the end of the summer, and will replace the existing Live Chat feature on the app.
Discover has ranked highest in customer satisfaction for the past three years, according to the J.D. Power U.S. Credit Card Satisfaction Study. Discover was the first major credit card company to offer free credit scores on monthly statements, and they have a “Freeze It” system that lets customers turn their cards on and off. They also provide 24/7 U.S.-based customer service and a dollar-for-dollar cashback match for the first year an account is open.